… “Repeating what the other person says, we call that paraphrasing. ‘So what you’re telling me is that the F.B.I. screwed you over by doing this and that,’ and then you repeat back to him what he said. Also, emotional labeling: ‘You sound like you were hurt by that.’ ‘You sound like it must have been really annoying.’ Little verbal encouragements: ‘Unh-huh,’ ‘Mm-hmm.’ A nod of the head to let them know you’re there.”

… “Instead of lying, we call it minimizing. You try to get people to think that a situation isn’t so bad, you break it down for them so they see that it isn’t the end of the world, that maybe they don’t need to make such a big deal of it. We try to reframe things rather than flat-out lie….

… “A negotiator almost always has a co-negotiator, someone who’s listening and taking notes,” she said. “Someone who says, ‘He mentioned Mom three times now, probably Mom is at the heart of the issue.’ Maybe enlist someone to be your co-negotiator.”

… “In the crisis-negotiation world, we call it a third-party intermediary,” …

… Track II diplomacy, which means that outside the arena of a formal negotiation, another set of actors from society come together to talk and build confidence and trust…